Printable PDFSalesforce CRT-261 Exam Questions & Answers
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Vendor: Salesforce
Exam Code: CRT-261
Exam Name: Salesforce Certification Preparation for Service Cloud Consultant
Certification Provider: Salesforce
Total Questions: 253 Q&A ( View Details)
Updated on: Jun 10, 2025
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CRT-261 Online Practice Questions and Answers
Universal Containers wants to provide its resellers a secure portal where they can manage their customer
accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
A. Employee Community
B. Partner Community
C. Reseller Community
D. Customer Community
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
A. Install an adapter from AppExdiange to work with third-party cn systems.
B. Enable Live Agent in their community to chat with an agent.
C. Assign the correct Salesforce users to the Call Center.
D. Create a softphone layout and assign to user profiles.
E. Assign the Salesforce CTI license to Salesforce users.
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Monitor service level agreements (SLAs) and notify customers.
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